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Portico Safe

Portico Safe is a new service line that blends front of house and security, offering a seamless experience for every building user and visitor.

Front-of-house trained security officers can take part in delivering guest experience focused activities to streamline a client’s brand image and elevate customer service. To the customer, it is a warm welcome as they enter the building from the team, but for the client it is an effective blend of security protocol and service as one.

Portico Safe team members are highly trained and SIA-licensed to have heightened attention and engagement with both your visitors and building occupants, providing a seamless and personalised welcome to those entering the building whilst also maintaining situational awareness. Portico Safe is a hybrid of front-of-house and security services, whereby we combine concierge guest services with manned guarding and control room monitoring, A model that is new to the market is proving popular with clients. Please read our case study here.

Service Focused

Speak to anyone in security and they will tell you that the single most important role a guard can do is to be vigilant which in turn creates preventive protection. In order to be vigilant, you must be engaged, and this is what Portico does best.

We believe that “service focused” professionals are the key to unlocking your arrival experience. Operatives that have the capability and desire to improve your experience, making you feel safe. However, the feelings of safety should not be an ambition, it should be the standard and expectation. It’s the feeling of comfort, reassurance and finally an all-round experience that our operatives are also delivering.

End to end experience

It is why we have designed our Portico safe team to be the end to end experience, a security service that can tackle todays and tomorrows security threats whilst creating an inviting and engaging workplace.

Our security solution is designed to complement your existing arrival experience or become the singular point of welcome, facilitating the arrival and departure journey with a soft yet secure approach.

Meet Portico Safe Operations Manager - Jose Saez

The idea behind Portico Safe is to complement existing front-of-house services and become the singular point of welcome. Jose oversees all security contracts and is responsible for upskilling Portico’s front of house colleagues so they have the right tools and knowledge to thrive in the security industry.

Knightsbridge Gate Case Study
Skills

To the customer it is just one warm and inviting team, but to you the client it provides an unrivalled blend of security protocol and service as one. Our highly trained, SIA Licensed ‘Portico Security Operatives’ (PSO) encapsulate the following skills;

Heightened attention and engagement with both your visitors and surrounding environment

Provide a seamless and personalised welcome whilst maintaining situational awareness

Enhanced training in both threat prevention and detection

Excellent communication skills with expert training in conflict resolution

Vigilance and proactive management of hazards and building health & safety

First aid and fire marshal support

Oversee all site-based CCTV and key handling responsibilities

Providing reassurance to those returning to the workplace whilst upholding building social distancing measures

Providing a security service which is service focused!

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Following the growth in clients looking to explore the benefits of combining our welcome services with safety responsilbities. We are delighted to launch Portico Safe, our security offering which is designed to complement our existing services or become the singular point of welcome. Portico Safe will facilitate guest arrival and departure journeys with a soft yet secure approach.

Portico Safe will deliver an unrivalled blend of security protocol and service as one. With highly trained, SIA Licensed ‘Portico Security Operatives’ (PSO), the new offering will provide an end-to-end experience, a security service that can tackle todays and tomorrow’s security threats whilst creating an inviting and engaging workplace.

We believe that service focused professionals are the key to unlocking the arrival experience in the workplace – operatives that have the capability and desire to improve your experience to feel safe. There shouldn’t have to be a choice between safety and service. Portico Safe has been developed on the understanding that these needs are not in conflict with one another but in fact one enhances the other and both are necessary to take security to new levels.

For more information take a look at Portico Safe in the Services Menu of our website.

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Continuing our project to showcase and celebrate Portico’s wide range of roles, we recently heard from Head of Safety, Helen Davies. She shares with us what her role entails, how her position has evolved and about her life at Portico.

Can you describe your role at Portico guest services and your main responsibilities? 

As Head of Safety, I am responsible for the safety of our teams. The constant promotion of the importance of a great safety culture is a critical part of our safety message. Teams who Think Safe and Act Safe will ultimately Be Safe.

What does a typical day in your role look like?

A typical day is visiting sites and supporting the managers with any challenges they may have. The support visits are varied which makes no two days the same. One day I could be reviewing manual handling activities in a site, and another I could be mentoring a safety champion on how they can reduce incidents by completing hazard spotting exercises.

How has your role evolved since you joined the company? Have there been any significant changes or growth opportunities?

Every day is a new opportunity to keep our teams safe and add value to our great safety culture. The most significant change is the identification of dedicated Safety Champions for every site within our business. These safety champions are an important support and link between the site manager and key safety messages from myself. 

What is one thing few people know about you? 

I am an avid Strictly fan. In a previous life, I competed in dancing competitions all over the country including the infamous Blackpool Tower Ballroom.

What’s your favourite spot in London and why? 

Anywhere near the river. I love watching the ebb and flow of the water as it flows.

As you look ahead, do you have any particular plans or aspirations for the future?

To continue to improve on our great safety culture so our teams continue to act safely, independent of management. To continue to be seen as someone who guides and supports our managers and teams in all things safety.

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Portico, the market leader in premium, tailored guest services, has been awarded ‘Accredited Learning Department’ status from The Learning and Performance Institute (LPI) – the only professional body dedicated to workplace learning. This prestigious accreditation is given to companies that approach L&D in a forward-thinking way and set a benchmark for excellence.

Portico expanded its award-winning L&D offering dramatically in 2023, after its workforce expanded to 1000+ people post-COVID. The project was spearheaded by the newly-appointed Head of L&D, Dr. David Bevens who has 16 years’ experience and holds a doctorate from Middlesex University’s Faculty of Business and Law.

Thanks to the guidance of Bevens and his team, Portico team members can now engage with over 40 separate learning activities divided in to seven separate pathways. The team also champion apprenticeship engagement with Portico offering access to over 40 separate apprenticeships divided into key categories: business, digital, hospitality, operations, people and services. 147 face-to-face training courses have been held since the start of 2023, covering topics such as pioneering service excellence, confidence and assertiveness, understanding bias, inclusive language, deaf awareness and emergency first aid.

Portico people can also earn professional qualifications through Portico’s status as an Approved Centre for ILM, including the Level 5 Award in Leadership and Management and the Level 4 Award in Managing Equality and Diversity in an Organisation. Currently, 60+ employees are pursuing an ILM qualification. Mental Health First Aid qualifications at Levels 2 and 3 are also delivered by the L&D team through Portico’s Registered Centre status with Qualsafe.

Commenting on the accreditation, Director of Operations, Hanna Barrett said: “Guest services is a highly rewarding but demanding line of work. We wanted to equip our people with the skills to create outstanding customer experience across a diverse range of sectors. Every single Portico person has their own personal development pathway to support this. We’re delighted that the efforts of our incredible L&D team have been recognised by the LPI.”

David Bevens said, “Our people are our greatest asset at Portico. To continually empower, enable, motivate, inspire and engage them, we needed to create a development offering that not only excited them, but was practical and relatable in the real world, leading to enhanced performance and excellence for our clients. This accreditation underscores our commitment to L&D, which is deeply embedded in all facets of Portico’s culture.”

Turning 20 this year, Portico creates bespoke front-of-house experiences for 230+ locations, such as 22 Bishopsgate and 20 Fenchurch Street, across professional services, commercial property and the premium residential sector. The company prides itself on adopting a ‘one size fits one’ approach to guest services, encompassing tasks such as overseeing meeting and event spaces, cultivating dynamic and innovative workplace communities and even managing cycle parks.

The company embodies a philosophy of proud inclusivity, genuine warmth, inspirational positivity, and enduring transformation. Its Learning and Development (L&D) portfolio significantly enhances employee retention and the quality of services delivered. In acknowledgment of this, last year, 45 of Portico’s most dedicated employees were honoured with long-service awards at a special ceremony, recognizing their invaluable contributions. Additionally, 40% of current management positions were filled internally, highlighting the company’s commitment to nurturing talent from within.

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Welcome back to the second instalment of our ‘Portico and Friends’ panel discussions, where we delve into the pressing questions surrounding the long-anticipated return to the office.

In this thought-provoking session, our expert panellists share their insights, experiences, and tips as they explore navigating the evolving landscape of work arrangements, from remote and hybrid models to the traditional office setup, providing a glimpse into the post-pandemic workplace.


What valuable insights have we gained from the last two years of remote work, and how can we understand the exciting developments that have emerged during this period?

Bobby Izzard, Founder, Vocalize: It’s somewhat alarming that the UK workforce is among the least engaged in Europe, with 90% of workers saying they lack enthusiasm for their work and workplace.

In London, we’re witnessing the construction of these incredible towering structures, like 40 Leadenhall. As these mega-buildings are going up, they are accompanied by a people strategy where we are working on creating a sense of community, aiming to entice employees back into the office. To me, this idea of community building is what will draw others back in.


Charlotte O’Donnell, Senior Client Services Senior Manager at PwC UK: Well-being is huge focus for us, both holistically and from a physical perspective in the workplace design and environment. We created Moments of Joy for our people, where our teams gave out treats on random days to bring people Joy as they came into the office. A special one being our “brew for two” activity at PwC, with vegan cookies, herbal teabags and coffee bags given out with the message to take a break and a well-being conversation with a colleague. It’s about creating a supportive atmosphere where people can connect and de-stress. We are ‘human-led and tech-powered’.


Focusing on these concepts, how would you say the role of guest services expanded?

Paola Roson, Portico Head of Welcome Services UK at PwC: The role of guest services has expanded significantly, and it presents a new challenge. Some team members have performed the same role for many years, but the world around us has changed. In the past, our primary focus was ensuring guests were comfortable in their rooms and satisfied with their coffee, teas, drinks, and food. Now, we also have to intensify our efforts to check rooms more thoroughly to meet new needs, including accommodating tech requirements and making the most of the available space, but also we are an active part of the return to the office piece, by engaging with our clients on the floors and making them feel supported and safe.


Top tips for encouraging purposeful presence within the workplace?

Charlotte: What is productivity? It’s a question that has evolved, particularly in the context of the changing workplace experience and our return to the office. When I look back on the most productive moments I’ve had at work in the last couple of days, one stands out – a conversation I had with our director. Ordinarily, I might not have initiated such a chat. However, this conversation turned out to be incredibly insightful and valuable.

It made me realize that what we’re aiming for, and what we haven’t quite mastered yet, is the ideal balance between working from home and being in the office. When working from home, a typical day is filled with a series of virtual meetings and calls, all while you’re at home. While there’s undeniable convenience in this setup, I’ve found that the true value often lies in being present at the workplace, where I’m more available for spontaneous interactions and conversations.

Chris, Co-Founder, Audiem: In my view, it’s understanding why would people come back to the office. Anytime I’ve seen an organisation force a certain policy on that workforce, it hasn’t gone very well.

It’s important to go into these conversations with an open mind: what is it that we can do to get you back in the office? What can we do to support your work, and what role does the office play in that? I don’t think the workplace sector culturally has the right test-and-learn mindset but needs to start adapting this way. That did work. Let’s change that. Let’s see what happens.

Paola: For me, it’s going back to that idea of bringing in another generation and making them feel part of their community. When people are now thinking, ‘I want to work from home’, it’s really important to make them understand that working from home isn’t always right for them. My flat is my home, and it means peace. If it is my office too, it’s not very good for my mental well-being.

Instead, have the team talks, and have those meetings in person. This is a career that you can have here, not just a job.

Bobby: I would say my number one – and this applies to any setting where you’re welcoming some of the visitors and occupiers – is the alignment of service partners.

I think just really getting that collaboration from the teams together in any setting where you’re managing a service is absolutely key. The same goes for open communication and a clear outline of business outcomes and goals. What the client wants from me and everyone working on the project. What’s your goal? What’s your aim? When do you want to have this?

Also, just expect change. As Chris said, it’s that trial and test method. The property manager of old’s job was to keep the lights on, but now it’s all about guest services, you’re running spaces with an iPad, you might need to look after the cycle store, you might need to manage the showers, be an AV technician. The range of tasks for guest services is now endless, and in a way, I think it’s great and exciting, but it can be a lot. So, it’s expecting this change, especially in this market.

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Ahead of International Security Officer’s Day, our head of Portico Safe, which is our guest services and security hybrid offer, spoke to FMJ about the changing nature of security service provision.

How can front-of-house continue to balance security and safety while creating a welcoming environment?

Security awareness training is crucial for guest services teams as it enhances their knowledge and understanding of the environment in which they are operating, increases their awareness of the guests within the property, and supports them to carry out their role most effectively. Simply saying “hello” is a very popular and powerful hostile reconnaissance disruption technique.

Alongside this, Portico Safe, our innovative new business support service, combines traditional guest services roles with security. This means that our security operatives are taught traditional reception skills alongside enhanced training in threat prevention and detection, conflict resolution, first aid, fire marshal support, proactive management of hazards, and building health and safety.

This cross-discipline training for both our guest services employees and security operatives enables us to provide our clients with the highest level of service as well as peace of mind.

Can front-of-house help to create a community feel as building managers strive to encourage people back into the workplace?

Absolutely, and our guest services teams already do so in many locations. They work closely with building managers to engage with tenants and promote a wide range of services, from offers, experiences and events onsite to days out and networking opportunities. This added value, which our guest services teams are intrinsic in providing, supports the establishment of a sense of community which helps to retain tenants.

How much of a challenge is it for the front-of-house sector to recruit and retain suitable people to take on customer-facing roles?

It has certainly become more challenging, during the pandemic many people used time at home to upskill meaning that, now, there is less demand for entry-level positions. Post-pandemic, candidates are also looking for a role more suited to their lifestyle and, as part of this, the benefits and working hours a company provides have become a priority.

To navigate this at Portico, we have recently launched an enhanced employee benefits scheme, designed to reward success and place the well-being and satisfaction of team members at the heart of the business. The first phase of the scheme includes access to enhanced health and wellbeing services, nutritional and mental health consultations, and a cycle-to-work scheme. This is as well as a paid charity day to support causes close to employees’ hearts, gym membership discounts, and free opportunities for learning and development available to all staff. Additionally, Portico offers employees strong routes for career progression, the flexibility to shape their roles around their life requirements, and a supportive and nurturing environment which is complemented by frequent social events to bring teams together in a relaxed environment outside of work.

Alongside this, we recognise the importance of promoting avenues for communication. Heartbeat, Portico’s internal communications app, is one of the most powerful ways we have been able to address this. By bringing teams together to share news, ask questions, and learn from each other, it provides employees with a sense of community, wherever their location, and enables them to connect in an empowering, inclusive and positive environment. This partners perfectly with our annual conference, awards ceremony, long service awards and town halls which give employees physical opportunities to come together, network and celebrate their achievements.

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Continuing our Q+A sessions to celebrate Pride Month, we spoke to Andre Costa, a reception team leader at Portico. Andre shared his personal experiences and insights on allyship, workplace inclusivity, and what Pride Month means to him.

Andre, 33, has lived in London since 2015. Reflecting on the significance of Pride Month, Andre shares: “For me, Pride Month is a time to embrace and take pride in one’s identity. It’s an opportunity for individuals to appreciate who they are and recognise their potential for personal growth and achievements.” Pride, for Andre, is “a celebration of freedom, allowing individuals to live authentically and without fear.”

When discussing what it means to be a good ally, Andre says “An ally to me is someone who provides unwavering support and kindness towards the community, and the absence of judgment. For companies, being an ally means taking tangible steps to foster inclusivity within the workplace.” Andre emphasises the significance of creating a safe environment for employees, which includes providing diversity training sessions and actively listening to and valuing the team’s input. By encouraging employees to express their true selves and ensuring their voices are heard, companies can cultivate an inclusive and progressive work culture.

Andre’s perspective serves as a reminder of the value of building a workplace that embraces diversity and empowers every individual to thrive. His insights shed light on the transformative power of allyship and “the ongoing work needed to create an inclusive environment where everyone feels acknowledged and appreciated.”

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We are thrilled to announce that Portico has been nominated for not one, but two prestigious PFM Awards 2023! It is with great pride that we share this remarkable achievement with our valued clients, partners, and dedicated team members.

Portico is proud to have been recognized in two award categories. The first is in the “Partners in Security” category, which highlights the exceptional collaboration between Portico Safe and Knightsbridge Gate in providing top-notch guest and securityservices. The second nomination is in the “Partners in Corporate” category, which acknowledges the thriving partnership between Portico and 22 Bishopsgate over the past year.

Partnerships are at the very heart of the hospitality and facilities management industry, and crucial to the successful running of any building or site. That’s why it’s so important that exceptional partnerships between clients and their service providers are acknowledged and rewarded – which is exactly what the PFM Partnership Awards were set up, three decades ago, to do. Now in their 30th year, the PFM Awards are respected throughout the industry for their independent judging process – and of course, the fantastic glittering awards.

We extend our warmest congratulations to all those nominated for their outstanding contributions and commitment to FM excellence. It is an honour to be in the esteemed company of such accomplished organisations. Together, we are driving innovation, setting new standards, and shaping the future of facilities management.

We eagerly look forward to the awards ceremony on 1st November and can’t wait to celebrate at the PFM Awards 2023.

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This week, we are thrilled to announce the launch of our new D&I education sessions at Portico! As part of this initiative, we invite all employees to join us for a special webinar titled ‘Awareness, Allyship, and Authenticity’ today on May 17th, the International Day Against Homophobia, Biphobia, and Transphobia (IDAHOBIT). This day was specifically chosen to commemorate the momentous occasion when the World Health Organization declassified homosexuality as a mental illness in 1990.

At Portico, we firmly believe in building a culture of equality, diversity, and inclusion. We strive to create an environment where everyone feels safe, respected, and empowered to bring their authentic selves to work. Our goal is to maintain a workplace that values individuality and embraces the richness of diverse perspectives, experiences, and identities.

Through our D&I education sessions, we will deepen our understanding of allyship, appreciating its role in creating an inclusive environment. Allyship goes beyond support; it is an active commitment to standing alongside our LGBTQ+ communities and amplifying their voices.

We firmly believe that knowledge and awareness are the catalysts for personal and organisational growth. By engaging in these education sessions, we can broaden our perspectives, challenge biases, and develop a greater understanding of the experiences and challenges faced by our friends and colleagues.

We encourage all members of the Portico family to join us in participating in these sessions and be part of the positive change we are collectively striving for.

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Portico achieves strongest growth in the company’s history with its highly skilled, engaged and agile workforce. The tailored guest services provider won a total of 16 new contracts this year comprising over 100 locations throughout the UK. Portico’s most recent contact win saw mobilisation of 75 sites across the UK and welcomed over 100 new employees. Portico also launched two new service lines.

In 2022, Portico has launched two new service lines:  Portico Pulse, a comprehensive directory of more than 300 value-add pop-ups and experiences for their clients’ reception areas; and Portico Safe, a security offering designed to complement existing front-of-house services or become the singular point of welcome. In operation for just over a year, Portico Safe has been shortlisted for an OSPA Award in the outstanding customer service initiative.

Sustained business growth and expansion is a result of investing in Portico people with myriad training, development and career opportunities, combined with the launch of Heartbeat, the business’s new employee engagement app.

The specialist provider of high quality, tailored guest services, has delivered over 22,000 hours of training both virtually and face-to-face this year, equipping its team members with enhanced skills to benefit them personally and professionally. Portico continues to uphold learning and development as a ‘promise’ not an ‘initiative’ that is deep rooted in the company’s DNA. Portico makes a commitment and development promise to every colleague who joins the guest services company, and not only does it focus on professional development, but it also targets wellness and personal skills and success.  Under the ‘Five Portico Pathways’, the company’s L&D programme, each employee completes mandatory onboarding training specific to their role and then all pathways are open to them to choose a route that suits their ambitions. The company has celebrated 89 internal promotions and the Portico leadership team now represents an 50/50 split of men and women

The integration of Portico’s Heartbeat internal communications app changed the way the business connects with each other. Heartbeat facilitates two-way communication and allows its people to share news, ask questions and learn from each other. To spearhead employee engagement further,

Portico expanded its programme of team engagement activities with the launch of Summer Socials: interactive team building parties, that were taken to Manchester, Birmingham, Glasgow, Edinburgh, as well as London, giving all teams members an opportunity to relax, socialise and make new connections.

Portico’s focus on colleague development and engagement was highlighted by winning The Learning Award for best professional development programme, and the Princess Royal Training Award for 2022. Portico was also shortlisted at the PFM Awards, the IWFM Awards, and The Cateys.

Paul Jackson, managing director at Portico said: “I’m so proud of the Portico team’s achievements this year.  It’s the dedication from all our colleagues that makes Portico a business we’re all proud to be a part of. 2023 will be a year of further growth and development, pushing boundaries and evolving the role of guest services, while continuing to invest in the people, so that we can provide service with heart, to all our guests.”

 

Portico Year in numbers